Customer Experience Supervisor

About Us:

RunBuggy is the most technically advanced automotive logistics platform on the market. Period.

Backed by Porsche Ventures and Hearst Ventures, RunBuggy is transforming the way cars move. Our cutting-edge technology is trusted by some of the largest OEMs, captive finance companies, and automotive lenders in the world to streamline vehicle transportation at scale.

RunBuggy’s end-to-end platform connects car shippers and haulers in real time - eliminating the friction of traditional load boards and costly custom software. For shippers, RunBuggy integrates directly into existing management systems, reducing transportation costs and accelerating delivery timelines. For transporters, we offer a smarter, more profitable way to find, accept, and manage loads - all from a single app.

Since launching in 2019, RunBuggy has grown to over 135 team members, facilitated the movement of hundreds of thousands of vehicles, and attracted tens of thousands of transporters across the U.S.

We’re not just building a better logistics platform - we’re redefining the future of automotive transportation.

About the Role:

We are currently seeking a Customer Experience Supervisor. This position will oversee a team of Customer Experience Agents dedicated to delivering exceptional service, with a focus on fostering employee growth and ensuring operational excellence. Responsibilities include coaching and developing team members through targeted training and performance feedback to enhance skills and engagement. Ensure strict adherence to processes by monitoring workflows and enforcing compliance with company standards. You will design and manage schedules to guarantee seamless 7-day-a-week coverage, optimizing staffing to meet customer demand while maintaining service continuity. Additionally, the Customer Experience Supervisor will develop and implement proactive strategies to elevate customer satisfaction, leveraging data insights and feedback to drive continuous improvement and align team efforts with organizational goals.

This is an on-site position, 5 days a week, in our Tempe, AZ office. The schedule will be an alternative schedule (Tue-Sat or Sun-Thu). Please do not apply if you cannot meet these requirements.

If this sounds just like you, then please read on! if you feel this is not in your wheelhouse, that is okay too! We are actively hiring outstanding professionals, so we encourage you to apply to one of our many other opportunities.

What You Will Be Doing:

• Coach and develop team members by providing regular feedback, conducting one-on-one training sessions, and designing development plans to enhance skills and performance.
• Monitor and reinforce process adherence by auditing workflows, ensuring compliance with company standards, and addressing deviations to maintain operational consistency.
• Create and manage schedules to ensure 7-day-a-week coverage, optimizing staff allocation to meet demand while minimizing gaps in service delivery.
• Enforce schedule adherence by tracking attendance, resolving conflicts, and adjusting staffing plans to maintain seamless customer support across all shifts.
• Develop proactive strategies to boost customer satisfaction, including analyzing feedback, identifying trends, and implementing initiatives to address pain points.
• Lead performance reviews to set clear goals, recognize achievements, and address areas for improvement, fostering a culture of accountability and growth.
• Collaborate with leadership to align team objectives with organizational CX goals, ensuring consistent service quality and employee engagement.
• Track key metrics (e.g., response times, satisfaction scores) to assess team effectiveness and implement data-driven improvements.
• Additional duties as assigned.

What You Bring to the Team by Way of Skills and Experience:

• High school diploma required; Bachelor's degree in Business Management or similar preferred.
• Minimum of 5 years of relevant experience with full responsibility for a 16x7 call center environment.
• Proficiency with using Microsoft Outlook, Word, and Excel, and experience searching and using the internet required.
• Ability to handle a variety of problems and offer reasonable suggestions for resolution.
• Ability to stay calm and poised during customer escalations, while offering solutions to the customer.
• Self-driven, not afraid to roll up his/her sleeves to do what it takes to complete the job.
• Must have good communication and interpersonal skills.
• Work flexible hours including weekends and holidays as needed.

Supervisory Responsibilities:

• Supervise team of Customer Experience Agents.

Physical Demands:

• Requires the ability to read written instructions, reports, and other documentation.
• Prolonged periods of sitting at a desk (6 hours per day).
• Occasional lifting up to 20 pounds.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• The employee is frequently required to communicate verbally and in writing.

Travel Requirements:

• Occasional travel as needed (<5%).

What is in it for You and Why you Should Apply:

• Market competitive pay based on education, experience, and location.
• Highly competitive medical, dental, vision, Life w/ AD&D, Short-Term Disability insurance, Long-Term Disability insurance, pet insurance, identity theft protection, and a 401k retirement savings plan.
• Employee wellness program.
• Employee rewards, discounts, and recognition programs.
• Generous company-paid holidays (12 per year), vacation, and sick time.
• Paid paternity/maternity leave.
• Monthly connectivity/home office stipend for hybrid and remote jobs.
• A supportive and positive space for you to grow and expand your career.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RunBuggy is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination, harassment, and retaliation on the basis of race, color, religion, sex (including gender identity and sexual orientation), pregnancy, parental status, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.